A custom music on hold message can make your company sound professional. Go a step further, however, and include trust-building statements backed by facts. However, monologues of facts won’t work either, you can balance the experience with messages and on-hold music.
What evidence does a decision-maker have that your company is a good choice? Making general claims such as, “We’re dedicated…” or “No one beats our deals…” won’t tip the scales in your favor. You need to provide proof.
Hold Time is an Opportunity, Not a Burden
Most businesses treat hold time as a nuisance. But for callers, it’s part of the customer experience. That short wait is a chance to strengthen your brand image.
A custom hold message turns idle time into a useful interaction. Instead of silence or generic music, you can offer helpful content or a clear message that shows you care about their time.
Want to be credible? Be specific. As in numbers. To add real meat to the message on hold, articulate specific, relevant facts. Here are some examples:
- Ten years in the business. Fifty-five parts professionals. Five-hundred-thousand parts in stock.
- This winter, four out of every ten homes will lose fifty dollars-worth of energy because of leaky windows.
- Last year we answered one hundred percent of our service calls within five hours.
- One dealership offers free car washes for life. One dealership provides a one-hundred-thousand-mile warranty on every certified pre-owned vehicle.
- While many businesses are reducing staff, Omnicast increased our service staff by 25 percent this year.
- Our fourteen service vehicles cover all northern Ohio, so you won’t have to wait when you need us.
Your hold music message is not a company brochure. It’s a golden opportunity to put forward facts and ideas that tell a potential buyer that they’ve made the right call.
Aligning On-Hold Audio with Brand Identity
Your messages on hold and music should sound like your brand looks and feels. Every element—voice, tone, script, and music—should match your image. What do customers think about your brand? What do you want to evoke?
Consider your business, industry and, most importantly, your customers:
- A medical clinic might opt for soft background music and a warm, informative script.
- A trendy retail store could choose upbeat tunes with a friendly, relaxed tone.
- A law firm might use calm, confident music with a clear, reassuring voice.
These choices create consistency. They make the caller experience feel intentional, not random. That alignment boosts credibility and helps people feel more connected to your brand.
Keeps Customers Engaged with Professional On Hold Messages
Customer service can make or break the user experience. A custom hold message helps you connect with callers in a way generic audio can’t. It shows effort and gives your brand a unique voice during every call. It can:
- Maintain user attention with relevant messages and music
- Deliver important information like opening hours, services, products, updates, and company news
- Highlight important awards and achievements that positions your company as a leader
- Promote offers, deals and events that could interest callers
- Reduce drop-off rates so people stay on the line
The Impact on the Perception of Your Business
Messages and on-hold music can shape how people view your business. It becomes part pf your identity as much as your logo. When callers hear a polished, branded audio message, they assume you’re organized, reliable, and attentive. It shows that you care about the full customer experience—even during hold time.
That kind of consistency builds trust and improves how people talk about your business.
